Cambridge, 5 March 2012: The NHS Business Services Authority (NHSBSA), which provides critical central services to the NHS and general public, has transformed telephone customer service after implementing Eptica's centralised knowledge management system. NHSBSA is now benefiting from greater efficiency, improved service levels and increased consistency of answers by using Eptica.

The Eptica-powered project, known as Sherlock, provides a centralised knowledgebase across the NHSBSA’s three contact centres. This ensures that its 230 agents can access accurate, up to date information in order to deliver fast, consistent answers to the 3 million calls received every year.

The benefits already delivered by Sherlock in six months have exceeded project expectations. Training time for new agents has dropped by 30% (against a predicted 20%) and the number of staff deployed on the service desk...